Should you make the change to a 24/7 call center? Is it worth the investment? The answer depends on your customer base, but most companies today benefit from providing round-the-clock support.
Here are some of the reasons to consider taking this step.
Meeting Customer Expectations
Customers today expect companies to meet them at a time and place convenient to them. And that doesn’t always mean during standard office hours. Offering multi-channel support all day every day may become necessary to live up to your customers’ changing expectations.
Prompt Issue Resolution
What happens if your customer experiences technical issues at two o’clock in the morning? Not having support available increases their frustration levels and makes them more likely to want to head over to a competitor.
Offering full-time support minimizes the frustration for your clients by providing speedy solutions.
Global Reach and Time Zone Considerations
Operating in different time zones and countries has never been easier. However, it can significantly impact service if your customers in other areas can’t reach you because of the time difference.
Offering round-the-clock services ensures your clients get the same high levels of service wherever they are.
Building Trust and Credibility:
Consistent availability builds trust between customers and businesses. Knowing that support is always available reassures clients you are reliable. This trust is crucial in building long-term relationships and becomes even more important if there’s a service lapse.
Enhancing Customer Loyalty
Exceptional customer service drives customer loyalty. 24/7 support helps customers feel valued and this makes them more likely to stay loyal. This loyalty translates into:
- Repeat business
- Positive word-of-mouth recommendations and a
- Reduced likelihood of customers seeking alternatives.
Differentiating From Competitors
A competitive advantage based on innovation is challenging to maintain. Even if you come up with the best possible product, your competitors will copy you within months. Therefore, you must differentiate yourself through service.
If your competitors offer round-the-clock support and you don’t, it looks like you’re behind the times. If you and they don’t, you come out ahead, depending on your target market. As always, make sure you’re offering something your clients want.
Most companies experience lulls during the day or night that make them wonder if it’s worth running this type of operation. When you outsource, you can scale your team according to your needs. You can also have the team monitor customer interactions, usage patterns, and other issues that allow them to offer proactive support.
For example, they can scan software usage for new clients to ensure they’re using all the features. If they’re not, the team can reach out to see if they can assist.
Optimizing Response Times
The other advantage of this type of support is that it goes beyond telephonic queries. So, if your client’s scrolling through Facebook in the early hours of the morning leaving comments, you can address them immediately.
This can help you get ahead of complaints and other issues before they have a chance to go viral.
Real-time Feedback Collection
Continuous support allows you to collect real-time feedback from customers. This is invaluable for understanding customer sentiments, identifying areas for improvement, and making timely adjustments to enhance the overall service experience.
The ability to adapt and evolve based on customer feedback contributes to a customer-centric approach and, consequently, increased satisfaction.
Adapting to Customer Lifestyles
Customers today lead diverse and busy lifestyles. Many may require support outside standard working hours due to personal or professional commitments. 24/7 support recognizes and adapts to the evolving needs and schedules of customers, providing a service that aligns seamlessly with their lifestyles. This adaptability contributes to a positive perception of the brand and fosters customer satisfaction.
Offering round-the-clock support isn’t something that companies should just rush into. It represents something of an investment, so you must consider the business case. While outsourcing can mitigate the expense, you’re wasting your money if your customers don’t need this level of support.
However, considering the busy world we live in, many clients today expect immediate assistance, regardless of your business challenges. If your competitor offers it to them and you don’t they’re likely to move across without much thought.